Mainak Basu Email & Phone Number

Kolkata, West Bengal, India

Business Process LeadCogent HubCogent Hub dealing with O2 Prepay Customer service inbound upseliing.Sales, Customer service,customer support Team & Sales team. Working with marketing, editorial and operations teams, tounderstand the technologies and applications that cogent hub works on. Successful in driving sales oriented role.Analytical Skill and able to handled huge data volume Handled a span of 20 to 30Associates along with SME, Shouldbe able to create… Show more Business Process LeadCogent HubCogent Hub dealing with O2 Prepay Customer service inbound upseliing.Sales, Customer service,customer support Team & Sales team. Working with marketing, editorial and operations teams, tounderstand the technologies and applications that cogent hub works on. Successful in driving sales oriented role.Analytical Skill and able to handled huge data volume Handled a span of 20 to 30Associates along with SME, Shouldbe able to create strategies to ensure targets are achieved with no penalty. Ensures compliance with establishedcompany and regulatory guidelines and procedures toprovide high quality service and outstanding sales. Ownand manage overall resolution TAT and ensure 100%adherence to agreed turnaround time . Ensure desiredoutput in terms of Productivity, Revenue Generation of 02 prepay customer service.as a mentor to agents to effectively resolve queries .recognise best team lead award twice in six month. Core CompetenciesBusiness Process LeadCustomer HandlingSolving QueriesVoice SupportOutbound ProcessCustomer SupportShrinkage ControlRetention StrategiesAttrition Managementprocess improvementcustomer servicesla managementService Delivery LeaderTechnical SkillsPersonal InformationDate of birth 12-Feb-1984Gender MaleBusiness Process Lead seeking roles in Customer Handling,Solving Queries,VoiceSupport,Outbound Process,Customer Support,Shrinkage Control,RetentionStrategies,Attrition Management,process improvement,customer service,voiceprocess,sla managementMBA/PGDM, 2020Indian School of Business ManagementB.A, 2012Manav Bharti University12th, 2004West Bengal, Bengali / Bangla10th, 2001West Bengal, Bengali / Banglacomplaints. Supervise team and delegate task to teammember. Develops the team and then establish & monitorsthe processes which best utilize team talents for thepurpose of meeting goals. Show less

Kolkata, West Bengal, India

Handling a team of Production Specialists and Process Improvement Coaches for resolving customer queries through Chat, email and voiceLeading, developing and managing peopleManaging individual, team and desk performance by TNI, TNA, performance reviews and quintile managementMaintaining compliance by ensuring 100% process flow adherence Monitoring calls/cases to improve quality, minimize errors and track operative performanceManaging attrition by ensuring 100% El(Engagement… Show more Handling a team of Production Specialists and Process Improvement Coaches for resolving customer queries through Chat, email and voiceLeading, developing and managing peopleManaging individual, team and desk performance by TNI, TNA, performance reviews and quintile managementMaintaining compliance by ensuring 100% process flow adherence Monitoring calls/cases to improve quality, minimize errors and track operative performanceManaging attrition by ensuring 100% El(Engagement Index) Maintaining SL by keeping the Shrinkage% as moderate Client management by daily, weekly and fortnightly callsAnalyzing and identifying gaps in existing process, to recommend and implement change in accordance with the processProviding guidance to team during tough situations to acquire appropriate resolution for the customer and the companyEnsure process implementation/adherence and monitor the same by periodic process auditsEnsuring all customer services processes are maintained along with data which is updated at regular intervals & it is easily retrieval as and when requiredRoll-out of Weekly/Monthly/Daily Reports and DashboardsHandling a team of Production Specialists and Process Improvement Coaches for resolving customer queries through Chat & calls.Providing preshift & Post shift Briefing of process update & improvementArrange call calibration to make the performance improvement & find the opportunity area's.Followed staffing strategies to achieve production goals.Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.Conferred with other supervisors to coordinate operations and activities within or between departments. periodic call monitoring. TL to score on quality evaluation sheet and file score for review of service manager.Buddy coaching Listening to live calls along with the agents for on job coaching. Buddy coaching sheet to be created for marking areas of improvement and areas coached in. Show less

Kolkata, West Bengal, India

Kolkata, West Bengal, India

Handling a team of Production Specialists and Process Improvement Coaches for resolving customer queries through Chat, email and voiceLeading, developing and managing peopleManaging individual, team and desk performance by TNI, TNA, performance reviews and quintile managementMaintaining compliance by ensuring 100% process flow adherenceMonitoring calls/cases to improve quality, minimize errors and track operative performanceManaging attrition by ensuring 100% EI(Engagement… Show more Handling a team of Production Specialists and Process Improvement Coaches for resolving customer queries through Chat, email and voiceLeading, developing and managing peopleManaging individual, team and desk performance by TNI, TNA, performance reviews and quintile managementMaintaining compliance by ensuring 100% process flow adherenceMonitoring calls/cases to improve quality, minimize errors and track operative performanceManaging attrition by ensuring 100% EI(Engagement Index)Maintaining SL by keeping the Shrinkage% as moderateClient management by daily, weekly and fortnightly callsAnalyzing and identifying gaps in existing process, to recommend and implement change in accordance with the processProviding guidance to team during tough situations to acquire appropriate resolution for the customer and the companyEnsure process implementation/adherence and monitor the same by periodic process auditsEnsuring all customer services processes are maintained along with data which is updated at regular intervals & it is easily retrieval as and when requiredRoll-out of Weekly/Monthly/Daily Reports and DashboardsHandling a team of Production Specialists and Process Improvement Coaches for resolving customer queries through Chat & calls.Providing preshift & Post shift Briefing of process update & improvementArrange call calibration to make the performance improvement & find the opportunity area's. Show less

Kolkata, West Bengal, India

Led a team of consultants in the development of a new productDefined project scope and objectives and created a project planImplemented a new software system for the companyConducted training for employees on the new systemMonitored project progress and made adjustments as neededOutbound sell campaign, lead genaration campaign.

Kolkata, West Bengal, India

Led a team of consultants in the development of a new productDefined project scope and objectives and created a project planImplemented a new software system for the companyConducted training for employees on the new systemMonitored project progress and made adjustments as neededOutbound selling campaign, lead generation campaign for u.s customers.Generating new leads for the client. Provided after sell support through after sell support team

Master Of Business Administration - Mba, A

Product Management, Product Management

Block Chain, A

Graduate, Fine/Studio Arts, General, 75

Master Of Business Administration - Mba, Operations Management And Supervision, A